Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Exceptional results-driven customer service professional offering 15 years experience of strong leadership in developing diverse, dynamic, high-performing teams obsessed with creating "wow" moments to promote raving fans of each and every customer. Highly skilled in Lean Six Sigma for continuous process improvements, data analysis, and meticulous at juggling multiple large-scale projects.

  • Lean Six Sigma
  • Training and development
  • Quality assurance and control
  • Data analytics 
  • Project management

  • Salesforce, Zendesk, Tableau, JIRA, Bugzilla
  • Executive Escalation specialist
  • Schedule management
  • Exceptional interpersonal communication
Work History
2017 to Current North America Customer Service Manager Hologic | Salem, OR,
  • Scale, lead, train, and promote career development of Service (customer care and technical team) of 62 direct reports (phone, chat support)
  • Leverage Lean Six Sigma to conduct post-mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues
  • Implemented customer care strategies which resulted in 12% improvement in CSAT and 10% Issue Resolution
  • Ensure successful launch readiness for new product launches (Model 3) through training initiatives and presenting KPI progress and support needs directly to Director and VP of Tesla Service
  • Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
  • Investigate and resolve customer Executive Escalations and share learnings
  • Develop new processes for employee evaluation which resulted in marked performance improvements
2012 to 2016 Senior Manager Technical Support Apple Inc. | City, STATE,
  • Managed 24/7 365 day chat and phone support for North American Tier 1, Tier 2, and Tier 3 Customer Support team
  • Designed, implemented, and managed processes, programs, and systems to increase productivity by 15% and customer satisfaction from 79% to 93%
  • Created and presented regular KPI reports/progress to Executive teams
  • POC to investigate and resolve customer/executive escalations in an empathetic manner
  • Conduct CSR performance reviews (weekly, monthly, quarterly, annually) to identify individual development needs with appropriate training
  • Coordinated department schedules to maximize coverage during peak hours.

2010 to 2012 Manager of Global Customer Care Netflix, Inc | City, STATE,
  • The Leader of Tier 1, Tier 2, Tier 3 Global Customer Support (chat and phone support channel)
  • Supported VP of Customer Care with daily operational functions
  • Rolled out the successful launch to expand streaming service in the United Kingdom
  • Utilized Lean Six Sigma for continuous process improvement
  • Devised and published KPI metrics progress reports to the Executive team to measure the organization's success in delivering world-class customer service
  • Exceeded all customer support KPI's (improved CSAT from 82% to 91%, average handle time from 14 minutes to 8 minutes, and Issue Resolution from 80% to 90%
  • Provided accurate, specific, and timely performance feedback for CSR's to create highly empathetic customer interactions

2005 to 2010 Customer Care Support Manager Yahoo, Inc. | City, STATE,
  • Supervised team of 25 Customer Care representatives in North America (chat, phone, email support channels)
  • Created Concierge Team to support and resolve sensitive executive escalations from the executive team (Directors and above)
  • Managed work-flow to exceed quality service goals (increased customer satisfaction to 88% from 69%, issue resolution to 87% from 65%)
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Trained staff on operating procedures and company services.
  • Maintained up-to-date knowledge of product and service changes.

Expected in 2001 BBA | Business Administration Portland State University, Portland, GPA:
  • 3.95 GPA
  • Minor in Computer Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:


resume Strength

  • Formatting
  • Length
  • Personalization
  • Target Job
  • Typos

Resume Overview

School Attended

  • Portland State University

Job Titles Held:

  • North America Customer Service Manager
  • Senior Manager Technical Support
  • Manager of Global Customer Care
  • Customer Care Support Manager


  • BBA

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: